Head of Services Operations Kuala Lumpur

Ekco; Kuala Lumpur; On-site; MYR 240,000 - 420,000; Full time

Benefits offered by this job

14 days annual leave

Birthday leave

Pension scheme

Private healthcare

Employee Assistance Programme (EAP)

Pluralsight access

International mobility opportunities

Job summary

Ekco is seeking a Head of Service Operations for the Kuala Lumpur hub to provide strategic direction and operational leadership across the region. You will drive excellence in service delivery, scalability, and continuous improvement while aligning with Ekco’s global strategy and customer commitments.

You will partner with global leadership, regional teams, and stakeholders to grow the hub, manage workforce capacity, and develop leaders across the region.

Qualifications

• Experience in a senior operational leadership role within a Managed Services, Technology Services, or IT Services environment.
• Proven success leading large technical teams through periods of growth, transformation, and organisational change.
• Experience developing leaders, building high-performing teams, and driving employee engagement.
• Strong understanding of ITIL-aligned service management frameworks and continual improvement methodologies.

Responsibilities

• Lead the Kuala Lumpur Global Services Hub as the senior operational leader, ensuring the region operates efficiently and scales sustainably.
• Partner with global and regional teams to support hub growth, service transitions, and capability development.
• Own regional workforce planning to meet current and future business requirements.
• Build and retain high-performing teams through coaching, mentoring, and career development initiatives.
• Collaborate with Talent Acquisition and People Operations to attract, hire, and onboard exceptional talent.
• Monitor and report on regional operational performance including utilization and cost efficiency.
• Drive continuous improvement initiatives to optimise operational effectiveness and customer outcomes.
• Ensure adoption of Ekco’s service delivery frameworks, quality standards, and governance requirements.
• Manage operational risks, compliance, facilities, and workplace requirements to maintain a safe and productive environment.
• Foster a strong regional culture aligned with Ekco’s values and collaborate with global teams.

Skills

Operational leadership

Managed services

People leadership

ITIL familiarity

Stakeholder management

Data analytics

Job description

About Ekco

Founded in 2016, Ekco has rapidly become one of Europe’s fastest-growing cloud solution providers and a trusted security-first Managed Service Provider.

Founded in 2016, Ekco has rapidly become one of Europe’s fastest-growing cloud solution providers and a trusted security-first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter, and stay ahead of risk—powered by local expertise and delivered at European scale.

We help organisations advance their cloud maturity by guiding transformation, strengthening security, and maximising the value of their technology investments.

Simply put: we help organisations modernise with confidence by securing their systems, optimising their cloud environments, and ensuring resilience in a rapidly changing world.

Today, we’re a thriving team of more than 1,000 talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we continue to grow.

At Ekco, How We Work Matters Just As Much As What We Deliver. Our People Live By Four Core Values That Shape Everything We Do.

• On It – We take ownership, follow through, and get things done.


• All In – We collaborate, support each other, and commit fully to shared goals.


• Connected – We build trusted relationships with colleagues, clients, and partners.


• Hungry to Grow – We stay curious, keep learning, and continuously push ourselves to the next level.

If these values resonate with you, you’ll feel right at home at Ekco.

The Role

As the Head of Service Operations Kuala Lumpur, you will play a critical leadership role within Ekco’s Global Services Hubs, providing strategic direction and operational leadership across the region.

Reporting to the Head of Global Services Hub Operations, you will be responsible for ensuring consistently high-quality service delivery while driving operational excellence, workforce scalability, and continuous improvement across the Kuala Lumpur hub.

This role is pivotal in supporting Ekco’s continued growth and ensuring the Kuala Lumpur operation remains aligned with our global strategy and customer commitments.

What You’ll Be Doing

• Lead the Kuala Lumpur Global Services Hub as the senior operational leader, ensuring the region operates efficiently, scales sustainably, and remains aligned with Ekco’s strategic objectives.


• Partner with global leadership teams, regional service delivery functions, and corporate stakeholders to support hub growth, service transitions, workforce expansion, and capability development.


• Own regional workforce planning, ensuring the right capacity, capability, succession planning, and organisational readiness to meet current and future business requirements.


• Build, develop, and retain high-performing teams through effective leadership, coaching, mentoring, career development, and employee engagement initiatives.


• Collaborate closely with Talent Acquisition and People Operations to attract, hire, and onboard exceptional talent.


• Monitor and report on regional operational performance, including utilisation, workforce capacity, delivery readiness, scalability, and cost efficiency.


• Drive continuous improvement initiatives to optimise operational effectiveness and customer outcomes.


• Ensure consistent adoption of Ekco’s service delivery frameworks, quality standards, operational processes, tooling, and governance requirements.


• Proactively manage operational risks, compliance obligations, facilities, and workplace requirements to maintain a safe, secure, and productive working environment.


• Foster a strong regional culture aligned with Ekco’s values, strengthening collaboration across global teams and representing the Kuala Lumpur hub within regional and Group leadership forums.

What We’re Looking For

• Proven experience in a senior operational leadership role within a Managed Services, Technology Services, or IT Services environment.


• Demonstrated success leading large technical teams through periods of growth, transformation, and organisational change.


• Experience developing leaders, building high-performing teams, and driving employee engagement.


• Strong understanding of ITIL-aligned service management frameworks, best practices, and continual improvement methodologies.


• A solid technical background with the ability to engage credibly with technical stakeholders.


• Excellent communication and interpersonal skills, with the ability to influence senior leaders and build strong stakeholder relationships.


• Strong analytical skills, with experience using data and metrics to drive operational decisions and present actionable insights.


• Experience managing organisational risk, governance, and compliance requirements.


• Proven ability to align operational processes with broader business objectives and drive long-term success.


• Comfortable working in a fast-paced environment with multiple competing priorities.


• A commitment to continuous learning and staying current with industry trends and emerging best practices.

Benefits & Perks

• 14 days annual leave plus public holidays


• One additional day of birthday leave


• Company pension scheme


• Private healthcare


• Employee Assistance Programme (EAP)


• EkcOlympics global team activity challenges


• Unlimited access to Pluralsight for continuous learning and development


• Genuine opportunities for career progression and international mobility

Why Ekco?

• Company of the Year – Tech Excellence Awards 2026


• Microsoft Rising Star Security Partner of the Year 2023


• First Irish Microsoft MSP to achieve all four Microsoft Security Specialisations


• A culture rooted in diversity, equity, inclusion, and belonging


• A strong commitment to internal mobility and career progression


• Flexible, family-friendly working practices at the heart of our culture


• A trusted, security-first Managed Service Provider helping organisations scale smarter and stay ahead of risk